Auto Loan FAQ design
Improving Loan Completion Through Clearer Member Guidance
Team Specifics
Role: Lead UX Designer & Project Lead
Duration: 6 months
Team: 2 Product Managers, Content, Compliance, Legal
Tools: Figma, UserTesting, Competitive Analysis
Categories: Information Architecture · Content Strategy · Responsive Design · Accessibility · Cross-Functional Collaboration
Context
Legal and partner teams required additional compliance information for the Auto Loan Refinance page to meet regulatory requirements. While this content was legally necessary, it created a massive text block that overwhelmed the page and buried critical information members needed to make loan decisions.
The challenge: How do we meet legal requirements while maintaining a user-friendly experience that serves our primary audience—older military veterans who need clear, accessible information?
Problem
The Auto Loan Refinance page faced three critical issues:
Content Overload
Legal requirements added extensive disclosure text to the page
The information section dominated the page, pushing key actions below the fold
Members couldn't find answers to their most common questions
Unclear Prioritization
All content was treated equally, with no visual hierarchy
Critical information was buried alongside legal disclaimers
Partners couldn't determine if members were finding needed information
Accessibility Concerns
Our primary audience—older military veterans—struggled with dense text blocks
Mobile users (60%+ of traffic) faced especially difficult navigation
No clear path to find specific loan information
When asked if we could simplify, legal and partners stated: "We need a way to show this information to members." The question became: how?
Research & Discovery
Competitive Analysis
Reviewed 8 major financial institutions and found that leading banks used FAQ patterns, accordion layouts, and mobile‑first progressive disclosure to make regulatory content easier to scan.
User Research Insights
User testing, analytics, and support data showed members struggled with dense legal content, frequently abandoned pages, and repeatedly asked questions that weren’t answered on‑page.
Design Principles
Focused on progressive disclosure, accessibility for older veterans, mobile‑optimized layouts, and a clear, scannable hierarchy to improve clarity and reduce friction.
Original design presented too much information at once, creating cognitive overload and unclear next steps.
Solution
I introduced a two‑part solution that met legal requirements while improving clarity and usability.
1. On‑Page FAQ Section
Displayed the top five questions directly on the Auto Loan Refinance page using an accordion pattern for quick answers, a clean layout, and strong mobile responsiveness.
2. Comprehensive Auto Loan FAQ Page
Built a full FAQ hub with categorized topics, search functionality, and links from the on‑page questions to deeper explanations—serving both members and support teams.
Design Approach
Organized questions by user intent with a clear, expandable hierarchy
Ensured readability and accessibility for older veterans (WCAG‑compliant contrast, clear states, keyboard navigation)
Designed mobile‑first layouts with touch‑friendly interactions
Collaborated closely with legal, content, product, and development to validate accuracy and deliver detailed specifications
Redesigned experience with progressive disclosure, clear hierarchy, and mobile-optimized layout.
Results
User Experience Improvements
Reduced content overload and improved findability through clearer structure and progressive disclosure.
Enhanced accessibility and mobile usability for a majority‑mobile, older veteran audience.
Business Value Delivered
Created a reusable FAQ pattern that scales across loan products and reduces support volume.
Met compliance requirements while establishing a long‑term framework for regulatory content.
Expected Outcomes
Faster access to key loan information with clearer decision‑making support.
Improved usability across devices with stronger accessibility built in.
Validation
Legal, compliance, and partners approved the content structure and accessibility approach.
Usability testing and development implementation confirmed the design was effective and feasible.